Senior Program Manager

About the role

Our Opportunity: Chewy is looking for a Senior Program Manager to own the RX-segmented supply chain for Delivery Experience (DEX). This role is responsible for programmatically building, scaling, and improving the end-to-end customer experience for RX deliveries, with a particular focus on how and when we communicate with customers across the RX journey.

Responsibilities

• Own the end-to-end RX delivery experience roadmap, from order placement through final delivery, with a focus on customer communication and expectation-setting
• Programmatically design, launch, and scale RX-specific customer experience mechanisms, including proactive and reactive communications tied to supply chain events
• Rapidly build domain expertise in RX fulfillment, delivery constraints, and customer expectations, becoming a trusted subject-matter partner to stakeholders
• Partner with Technology, Pharmacy Operations, Legal and Compliance, Customer Service, Supply Chain, and Product to align priorities and execution
• Use data to identify customer pain points, quantify impact, and influence prioritization and investment decisions
• Define success metrics for RX delivery experience and establish mechanisms to inspect performance and drive continuous improvement
• Lead cross-functional initiatives in ambiguous, evolving problem spaces, bringing structure and clarity through data and structured thinking
• Anticipate risks, manage escalations, and remove blockers to ensure high-quality execution
• Communicate clearly and effectively through written documents, executive-level readouts, and verbal updates, including data-backed recommendations that may challenge existing assumptions
• Balance near-term customer impact with long-term, scalable solutions that sustainably improve RX delivery experience

Requirements

• Bachelor’s degree in Supply Chain, Operations, Business, Engineering, or a related field
• 5+ years of experience in program management, operations, supply chain, or customer experience roles within complex, cross-functional environments
• Demonstrated ability to influence stakeholders and senior leaders through data-driven insights and clear narratives
• Strong analytical skills, with experience using data to identify trends, root causes, and opportunities
• Exceptional written and verbal communication skills, including experience presenting to senior leadership
• Proven ability to operate effectively in ambiguous situations with evolving requirements
• High ownership mindset with a track record of driving large, complex initiatives end to end

Qualifications

• Experience in healthcare, pharmacy, RX fulfillment, or other regulated supply chains
• Experience designing or scaling customer communication frameworks tied to operational execution
• Familiarity with ecommerce delivery operations and customer experience metrics
• MBA or advanced degree in Operations, Supply Chain, or a related discipline
• Demonstrated ability to build durable mechanisms and operating rhythms that scale

Skills

• Ability to quickly develop deep expertise in RX delivery operations
• Understanding of fulfillment constraints, compliance considerations, and delivery execution
• Ability to anticipate risks and manage escalations
• Strong analytical and problem-solving skills
• Effective communication and presentation skills
• Ability to balance near-term and long-term goals

Benefits

• Base salary range: $118,500 - $189,500.00
• 401(k) plan
• New hire and annual equity grant
• Annual bonus eligibility
• Healthcare/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident coverage
• Pet adoption reimbursement
• Employee assistance program
• Discounts including 10% off pet insurance and 20% off at Chewy.com
• Unlimited PTO for exempt salary team members
• Six paid holidays per year
• Paid sick and family leave in compliance with applicable state and local regulations